Posted 09-07-2012 in Blog
"Shoppers appreciate Amazon's and other online retailers' slick, personalised service to such an extent that physical stores simply have to shape up to survive", says Therese van Wyk in an article for ITweb.co.za. UCS Solutions' Chris Shortt agrees: "Retailers will find it increasingly difficult to keep their promises without an integrated view of the customer". As Amazon have done so successfully with their website, physical stores need to find ways to efficiently personalise and add value to the shopping experience, but also integrate channels to ensure everything just 'works' regardless of whether a customer switches between an online search and an instore visit, or sees printed marketing and then reaches out on social media. Van Wyk argues that the desire for a tactile in-store experience isn't going away, but the threat posed by Amazon is in the way it throws the frustrations people have with stores into sharp relief by making purchasing online such a seamless, effortless process with added benefits like personalised suggested items, customer reviews and real-time stock level information.
The good news is now you can learn how to imitate Amazon's customer-first culture and seamless processes with a series of Video Tutorials specially created for Customer Service TV. Ten easy to follow videos take you through the Amazon customer service methodology with practical steps to implement, and are written and presented by Bill Price - the man responsible for the 'Best Service is No Service' principals that helped launch Amazon to the top.
You can download the whole series for just £249 - that's great quality learning tools at less than £25 per video.
The retail customer is changing fast, but Amazon's early example of making customer experience the focus of how a store actually works remains highly relevant and contains many practical examples of just how you can reduce your customer's need to contact you. You'll learn templates to follow to ensure processes are designed to enhance but also simplify the buying experience. Whether your business is online, store-based or multi-channel there will be key lessons for you in Bill Price's tutorials that you can employ to avoid being left behind in the battle to provide today's connected, informed consumer with an experience that not only keeps them happy, but keeps them coming back.
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